Senior Business Analyst (HCSS)

Senior Business Analyst (HCSS)

Teletech Customer Care Management Philippiness Inc
2-5 years
Not Specified

Job Description

Job Description :

Human Capital Shared Services Business Senior Analyst
Work From Home / US Shift
Provides strategic business analysis services to HC business units and serves a pivotal role between TeleTech Enterprise Services (which include such organizations as Human Capital, Legal, and Communications) and IT functional domain engineering groups. This role will be key to understanding the documenting capabilities and design a technological solution needed to address the business challenges. Responsibilities will include a full range of activities from leading small to mid- projects to assisting other project managers on larger more complex projects related to operational business functions that affect team members and business units at the enterprise level.
The Business Senior Analyst is responsible for reviewing assigned business processes from end-to-end to identify and address operational, financial and technological risks. This role will work closely with the Delivery Teams within Human Capital Shared services in identifying opportunities to automate, optimize, and drive continuous process improvements to drive operational efficiency and enhance candidate and employee experience. The focus of this position is to work with minimal supervision alongside business units or stakeholders and IT subject matter experts to capture, validate, and document business and technical requirements and ensure that proper approvals and stakeholder review of all requirement and test documents are conducted before official handoff to the IT Systems or Automation teams for launch and execution.
Key Responsibilities include but not limited to:
  • Lead or participate in multiple projects by completing and updating project documentation managing project scope adjusting schedules when necessary determining daily priorities ensuring efficient and on-time delivery of project tasks and milestones following proper escalation paths, and managing business and stakeholder relationship
  • Provide leadership to team members and peers by collaborating with others articulating ideas and viewpoints to senior management, peers, and others identifying and initiating projects managing resources driving the resolution of issues and holding self and team accountable for results
  • Identify, design, create and facilitate process changes and technology and automation solution by conducting business and systems process analysis focusing on quality improvement and KPI management ensuring data is reliable and valid developing process improvements or re-engineering and recommending elimination propose the integration of new systems and processes with existing ones, and partnering with internal and external stakeholders to ensure solutions provided meet the long-term business goals and strategies
  • Drive end-to-end business and technical solutions by coordinating various phases of development cycles.
  • Support the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs monitoring progress and results recognizing and capitalizing on improvement opportunities adapting to competing demands, organizational changes, and new responsibilities
  • Manage stakeholder relationships and expectations by developing a communication process to keep others up-to-date on project results
  • Provide project-level analysis - producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan)
  • Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA or UAT process
  • Serve as a liaison between Operations and IT to assist or gather business requirements needed for system modifications, enhancement, and implementations
  • Create and maintain project schedules by developing project plans and specifications, estimating time and resources, monitoring milestone completion, tracking all phases of the project lifecycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts
  • Identify and facilitate the mitigation of risks and issues throughout the project deployment phase
  • Meet with project team regularly to review project deliverables and deadlines
  • Develop and execute test plans
  • Confirming delivered solutions meet the needs of the business and their expected measurements of success.

Knowledge and Skills Requirements:
  • Bachelor's Degree
  • Minimum of 2 years at the managerial level with experience in people management
  • 5+ years experience in eliciting business and technical requirements from stakeholders and subject matter experts
  • Must have experience working on large scale projects as well as handling day-to-day operational requests from the business
  • Strong track record in change management and project management
  • Strong stakeholder management and ability to build a strong partnership with internal and external clients
  • Strong verbal and written communications skills, as well as interpersonal skills
  • Strong attention to detail and a solid analytic skill base.
  • Strong knowledge of the following Microsoft Office applications: Word, Visio, Project, and Excel
  • Strong time management and ability to meet time constraints
  • Preferably have HC shared services network including but not limited to vendor partners, industry leaders, and technology providers
  • Demonstrated experience in leading technology implementation preferably with Service Now, Kronos, Taleo, and ADP
  • Preferably with strong knowledge of Oracle Cloud HRMS/Payroll/OAB networks, and applications
  • Strong background in implementing automation within the shared services environment such as process orchestration, robotics, artificial intelligence, etc.
  • Preferably has experience and understanding of RPA solutions (UiPath, Automation Anywhere, Blue Prism, Pega Platform, Ayehu, etc.).

Senior Analyst top skills & proficiencies:
  • Data Analysis
  • Communication
  • Technical Understanding
  • Problem Solving
  • Leadership
  • Teamwork
  • Client Management
  • Business Operations
  • Multitask

Job Details

Employment Types:




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